customer relationship management executive
Nasser bin khaled and sons
مجموع سنوات الخبرة :9 years, 7 أشهر
• Outbound calls to customers for Service Visit Feedback.
• Handle incoming calls from QAC/Auto class/Mercedes/Bosch/Michelin.
• Update records for missing or wrong information for Service visits.
• Keep track of the online survey received from the concerned Service centers and follow up for any negative feedback or Complain.
• Follow up on complains received via incoming calls or survey to the concerned department until resolved.
• Daily Sales Reports for Auto Class received via Web/Social media or inbound calls.
• Weekly Sales Report for Auto Class Sales & follow up
• Weekly Reports for Service Visit Feedbacks for Bosch & Michelin
• Monthly CSI Reports for Service Visits for Bosch & Michelin
•To provide comprehensive and knowledgeable information and service to internal and external customers regarding telecommunication products and services as appropriate, using computer based systems to effect satisfactory, appropriate and timely solutions and feedback & creating Work order Tickets for the customers complains
•Email support, follow customer query over emails.
•Welcome calls for new customer.
•Calling customers for telesales, up sell, and inform customers about the offers and services du provides.
•Call customers for CSAT survey and note feedbacks manually in Excel sheets.
•Raising Trouble tickets for any issues of the customer in regards to the home services in the CRM.
•Monitoring call quality on a daily basis.
•Present feedback on the staff call quality & briefing the agents on call quality.
•Generating daily & weekly quality reports to measure efficiency.
•Provide detailed outcome and feedbacks to TLs, managers and Quality Assurance team.
•Training agents upon call handling / outbound sales /Audit /quality feedback
•Assigning customer detailed data to the staff using Microsoft Access & Excel
•Managing customers complains and feedback.
•Customer retention, work on trouble tickets provide customer with relevant information.
* keeping record of old and updated applications
* checking the applications and documentations whether valid or not
* maintaining record for incomplete/wrong applications scanning the completed applications for further process
,
,